More information

• Information and complaints

  To find an agency or dispute resolution scheme, refer to the section of this book relevant to your specific area of complaint.

  Consumer Affairs Victoria (CAV)
  Tel: 1300 558 181
  Tel (Koori helpline): 1300 661 511
  www.consumer.vic.gov.au

  Victorian Civil and Administrative Tribunal (VCAT)
  Tel: 1300 018 228
  Email: civil@vcat.vic.gov.au
  www.vcat.vic.gov.au

  VCAT hears matters at venues in metropolitan and regional Victoria; see VCAT’s website for addresses.

• Licensing bodies

  Business Licensing Authority (BLA)
  www.consumer.vic.gov.au/bla

  Written correspondence and applications to:
  Registrar, Business Licensing Authority, 
  GPO Box 322, Melbourne Vic 3001

  The BLA’s services include:

  • applications for business licences and registrations;

  • lodgment of annual returns for motor car traders, second-hand dealers, pawnbrokers and travel agents;

  • payment of annual fees; and

  • update of business licence or registration details.

• Other complaint handling bodies

  Dispute resolution

  Dispute Settlement Centre of Victoria (DSCV)
  www.disputes.vic.gov.au
  The DSCV has temporarily closed its phone line but it can be contacted via its web form. It also has offices in metropolitan and regional Victoria; see the website for details. 

  Electricity, gas and water

  Energy and Water Ombudsman Victoria (EWOV)
  www.ewov.com.au
  The EWOV investigates and facilitates the resolution of disputes by consumers against electricity, gas and water providers. The EWOV provides a free service.

  Finance

  Australian Financial Complaints Authority (AFCA)
  www.afca.org.au
  AFCA deals with complaints from consumers in the financial system. It replaced the Financial Ombudsman Service and the Credit and Investments Service in 2018.

  Food

  Food Safety Unit
  www.health.vic.gov.au/public-health/food-safety
  If you have safety or contamination concerns about a food product or business, or wish to report a case of illness caused by food, contact the environmental health officer at the local council in the area where the food was purchased. If the local council is unable to assist, contact the Food Safety Unit.

  Health

  Medicare Australia
  Australian Government Services Australia
  www.servicesaustralia.gov.au/individuals/medicare
  The Medicare Australia complaints line accepts complaints about the administrative actions of Medicare and the Pharmaceutical Benefits Scheme. Complaints can also be directed to the Commonwealth Ombudsman (see Chapter 12.1: Taking a problem to an ombudsman).

  Victorian Health Complaints Commissioner (HCC)
  www.hcc.vic.gov.au
  The HCC investigates and facilitates the resolution of complaints against health service providers, including individual practitioners, public and private hospitals, health clinics, dentists, doctors and specialists (see Chapter 9.1: Health and the law).

  Australian Health Practitioner Regulation Agency (Ahpra)
  www.ahpra.gov.au 
  Ahpra is the national agency responsible for the registration and accreditation of health professionals in Australia, including doctors, nurses and midwives, chiropractors, dentists, optometrists, osteopaths, pharmacists, physiotherapists, podiatrists and psychologists.

  Health insurance

  Private Health Insurance Ombudsman (PHIO)
  www.privatehealth.gov.au
  The PHIO is a Commonwealth statutory body that provides private health insurance fund members with an independent service for the resolution of health insurance problems and enquiries.

  Local government

  Local Government Inspectorate
  Tel (complaints hotline): 1800 469 359
  www.lgi.vic.gov.au
  Investigates complaints about possible breaches by local councils of the Local Government Act 1989 (Vic).

  Public transport

  Public Transport Ombudsman Victoria
  www.ptovic.com.au
  The Public Transport Ombudsman investigates and facilitates the resolution of complaints against public transport operators relating to matters such as services and disruptions, ticketing, conduct of staff, accessibility and public transport works. It provides a free and independent service.

  Victorian Ombudsman
  www.ombudsman.vic.gov.au
  The Victorian Ombudsman investigates complaints by individuals about administrative actions taken by Victorian Government departments, statutory authorities and local government. The ombudsman can also investigate the actions of authorised officers (e.g. ticket inspectors) who exercise statutory powers. 

  It provides a free, independent service. (See Chapter 12.1: Taking a problem to an ombudsman.) 

  Real estate agents

  Consumer Affairs Victoria (CAV)
  www.consumer.vic.gov.au/contact-us/resolve-your-problem/estate-agent-complaint
  CAV has a dedicated service for advice, information, complaints and dispute resolution regarding the conduct of real estate agents. A complaint form can be downloaded from the website.

  Superannuation

  Australian Financial Complaints Authority (AFCA)
  www.afca.org.au
  AFCA replaced the Superannuation Complaints Tribunal on 1 November 2018.

  Taxation

  Australian Government Tax Practitioners Board
  www.tpb.gov.au
  The Tax Practitioners Board is a Commonwealth Government statutory authority entrusted with the responsibility of ensuring the maintenance of proper standards in the tax agent profession. Complaints against tax agents should be made in writing and should include all details of the dispute.

  Telecommunications

  Telecommunications Industry Ombudsman
  www.tio.com.au
  The Telecommunications Industry Ombudsman investigates and facilitates the resolution of complaints and disputes by consumers and small businesses against telecommunications service providers, including landline, mobile phone and internet services. These services are free.

  Transport

  Consumer Affairs Victoria: see above

  Motor Car Traders Guarantee Fund
  www.consumer.vic.gov.au/about-us/who-we-are-and-what-we-do/funds-we-administer/motor-car-traders-guarantee-fund
  Through this fund, consumers can be financially compensated for a loss suffered as a result of a motor car trader failing to comply with the Motor Car Traders Act 1986 (Vic) (e.g. a trader has not transferred clear title to a car, or complied with the warranty, or provided a roadworthy certificate).

  VicRoads

  www.vicroads.vic.gov.au
  Written complaints to:
  Director Customer Services, VicRoads Head Office,
  60 Denmark Street, Kew Vic 3101

  Victorian Automobile Chamber of Commerce (VACC)
  www.vacc.com.au
  VACC is a Victorian motor industry association. It deals with consumer and industry issues, conducts and publishes automotive industry research, advocates to government and other agencies, and supports its members (automotive repair, service and retail businesses). 

More information

Chapter: 7.4: Taking action as a consumer

Contributor: Stephen Nowicki, Director of Legal Practice, Consumer Action Law Centre

Current as of: 1 September 2024

Law Handbook Page: 652

Next Section: 7.5: The internet and the law